Wrong name of email sender

[Deleted user]

Hello,

altough I have correctly set the JSD project name, feedback email sent to customers (i.e. when a ticket is created) still show the default project name: "Primo progetto Service Desk".

I see that the Confluence part still mantains that default name, but I did not find a way to change it. Could this be the problem?

[Manon Soubies-Camy]

Hello @[deleted],

I think the variable in your customers notifications is the portal name rather than your project name - could you please check if you also did change the portal name?

Hope this helps,

- Manon

[Deleted user]

Thank you @Manon Soubies-Camy, I already changed that too.

[Manon Soubies-Camy]

Ok, can you please share the customer notification email template (https://yoursitename.atlassian.net/servicedesk/admin/yourprojectkey/customer-notifications/template)? What variables are in the subject?

Could you also share a screenshot of a notification email and highlight the part you'd like to change? I'm not sure to understand where the old project name is remaining.

[Deleted user]

The subject contains: "${issue.key} ${issue.summary}" (I did not changed it)

This is an excerpt from the email source that a generic customer receives when a ticket is created (note the "From:" field, I would like that to change from "Primo progetto Service Desk" to the current name of the project, which correctly appears anywhere else)

Received: from [185.166.140.229] ([185.166.140.229:58528] helo=057f35304633)
 by b.mta3vsmtp.cc.prd.sparkpost (envelope-from <bounce@mail-eu.atlassian.net>)
 (ecelerity 4.2.40.67210 r(Core:4.2.40.19)) with ESMTPSA (cipher=ECDHE-RSA-AES256-SHA384) 
 id C5/F1-62256-5BD216C5; Mon, 11 Feb 2019 08:09:25 +0000
Date: Mon, 11 Feb 2019 08:09:25 +0000 (UTC)
From: Primo progetto Service Desk <jira@softing.atlassian.net>

[Daniel Eads]

Hey @[deleted],

I can confirm that the From: field populates from the Portal Settings page's Name field as @Manon Soubies-Camy has shown via screenshot.

While I can't find the documentation helpful to solve this, I did run into a problem a few years ago where Microsoft Exchange would cache the From name server-side. This would sometimes affect different users on the same Exchange server - an email from jira@company.com would show the incorrect From name even if the receiver hadn't gotten an email from Jira with that particular From name before. At the time, I was able to confirm that behavior with the Exchange administrator at the organization.

We have also seen issues with particular email clients (Outlook especially) caching the wrong name in the client's Address Book. I see that the header you've pasted contains the old From name in it, but it is still worth checking if you can delete the entry for that email address from the contacts list in whatever email client is being used. That's the best bet, as in the situation with IMAP server-side caching there's not a lot you can do (except wait).

Cheers,
Daniel

[Deleted user]

Thank you @Daniel Eadsand @Manon Soubies-Camy, so I have to hope that this will resolve with time...

Anyway, I cleaned the Thunderbird cache without success.